CRM

CX Isn’t Hard, It’s Common Sense

Headshot of Tom Smith
By Tom Smith

I just returned a pair of shoes to New Balance that didn’t fit. New Balance sent them back to me because it didn’t have the cheap insoles that came with them. I bought a pair of $45 insoles to go with the shoes and threw the cheap ones away. Luckily, I had already bought replacement shoes and had not thrown those insoles out, so UPS is getting revenue from two unnecessary shipments.

Obviously, New Balance has a policy about what constitutes “like new condition.”

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Headshot of Tom Smith

Tom Smith

Tom Smith is a DZone research analyst who built a career gathering insights from analytics to inform integrated marketing plans that make a significant positive impact on business. He's a hands-on leader in marketing and analysis who has worked with more than 120 clients in eight vertical industries. Smith is an experienced full-stack marketer who uses insights to drive positioning and branding, demand generation and lead creation, channel management, and customer relationship management and customer experience. The purpose of his blog is to share thought-provoking insights regarding customer experience. Reach him at tctsmithiii@gmail.com.

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